Composit Contact Center delivers a comprehensive suite of Customer Interaction Management solutions all in one package, right out of the box. With Composit, your customers and your employees can get out of the box old-fashioned call routing systems; and management can take back total control of interactions with your business' greatest asset - your customers. No matter how customers contact you - by phone, fax, email, text chat, voice over IP or web callback, Composit's multimedia queue management ensures a successful result for every call. State-of-the-art call routing technology - with sophisticated call blending, call proxy and automated callback features - enables consistently intuitive, prompt and personalized attention. A positive interactive experience instills customer confidence, satisfaction and loyalty. Composit turns your Contact center into a total Control Center, provides a complete and centralized suite of tools that enable your business rules… to rule. Because Composit takes care of all the enabling technology, you can focus on your business.

(See also Composit Contact Pro )

System Highlights

• Highly flexible and scalable – fits all sizes, from small businesses that need monitoring and reporting of incoming voice calls to large contact centers that require multimedia support
• Open architecture – no need for expensive multi-vendor integrations, Composit lets you implement any business solution quickly and easily
• Support for distributed applications – even if offices are geographically dispersed, clients are obtained and retained through exceptional, positive communication experiences
• Cutting-edge – Composit deploys the latest technology to provide pure IP availability and built-in fault tolerance
• Market responsive – easy and speedy implementation of business rules
• Maximum ROI – improved agent productivity and more efficient customer interaction
• Maximum control – monitor performance and trends in real-time, at all times

Capabilities & Key Features

Composit's scalable and modular system combines advanced IVR, Dialer, CTI, queue management, Intelligent Interaction Routing, and multimedia management - all on a unified platform. A single seamless solution simplifies call center management and maximizes service capabilities. Composit supports all contact center capabilities, right out of the box. And its open architecture enables the easy integration of legacy systems and third-party components into its infrastructure. Your past technological investments are protected while future growth is accelerated.

Key capabilities include:

Multimedia queue management

The Composit multimedia solution allows customers to interact with your call center via any media they choose:

• Calls
• Emails
• Faxes
• Voicemails
• Web Chats
• Voice over IP (VoIP)
• Video over IP

Within a single queue, all customer interactions are handled and managed according to administrator-defined business rules, ensuring service-level consistency. Queue management and routing can be rapidly and dynamically adjusted in real-time for maximal operating flexibility and productivity.

Intelligent skills-based routing

Composit´s intelligent skills-based routing capabilities leverage knowledge of the caller profile to match the caller with the most suitable service representative available. The service representatives' skills' levels can be adjusted dynamically to accommodate changes in contact center traffic. The system also factors in business rules that govern how, when and by whom each interaction is handled.

Screen Pop

Ensure your agents have the information they need before they even start interacting with customers. With built-in integrations to popular CRM solutions from Siebel, PeopleSoft, Pivotal, Microsoft and others, your system administrators will enjoy easy integration and upgrades.

Total queue management

Composit provides complete control of all aspects of queue management, ensuring maximum customer satisfaction while reducing agent workload. Composit represents a total in-queue solution, including:

• Indication of wait times
• Position-in-queue announcements
• Customer self-service options
• Promotional messages
• Callback service - enables customers to leave a voice message requesting a return call and automatically routes the message for speedy handling by an agent
• Call proxy - allows customers to hang up after leaving a data item such as a voice message or customer ID, and yet effectively hold their place in the queue; the system prompts an automatic call-back when it is their turn
• Back queue navigation - enables agents to redirect callers to an IVR or specific agent or campaign queue

IVR

Composit's intuitive and flexible multi-language IVR lets the contact center handle more calls with increased customer satisfaction. Composit IVR empowers you to deliver convenient, cost-effective 24/7 information and services via voice or Web, without involving service representatives. Callers are identified by ANI or from an entered ID number that the IVR system looks up in your database. This enables calls to be automatically routed and handled for optimum customer satisfaction, according to their preferences and your business rules. Composit´s support for information request and delivery by email, fax, web form, SMS, and over the phone, with or without agent intervention, ensures your customers get the information they want, when and how they want it. In addition, IVR seamlessly interfaces with advanced voice technologies, such as:

• Speech recognition
• Text-to-speech 
• Voice authentication systems

Dialers

No longer a passive player, the enterprise can initiate contact with current and potential customers using Composit dialer capabilities. Composit dialers boost agent productivity and campaign effectiveness by automating outgoing call initiation. In any campaign you can utilize any of the following options:

• Call initiated by the IVR auto-dialer according to predefined business rules with prerecorded messages
• Call initiated via the Agent Dialer, freeing IVR lines
• Progressive dialing gives the agent time to review the contact information prior to the call being automatically launched by the dialer
• Preview dialing allows agents to view call information prior to the call being placed.

An unlimited number of campaigns can be handled simultaneously, allowing load balancing. Agent Dialer and IVR dialer can also be used simultaneously, enabling maximum productivity at all times. With agents freed from dialing and the ability to activate IVR dialer 24 hours a day, you can make the most of all your resources for all your campaigns.

Composit can also send instant personalized messages via Fax, SMS and email, on-demand or automatically.